Complaints Procedure
Here at Cepta, we value all feedback as it allows us to improve our products and services for our customers, and we want to know if you think that we could have served you better.
What We Will Do
Every complaint is assessed on its own merit; however, we will, as a minimum:
Listen and Understand
We will take the time to fully listen to your concern and understand the situation from your perspective before responding.
Acknowledge Promptly
We will acknowledge your complaint promptly so you know it has been received and is being reviewed.
Skilled & Experienced Attention
Your complaint will be handled by the appropriately skilled and experienced personnel, ensuring a thorough and informed response.
Keep You Informed Throughout
We will provide regular updates on the progress of your complaint and our full, final response will be provided to you in writing.
If You Are Not Satisfied
We genuinely want our customers to be happy and hope we can always resolve your concerns. So, if you do have ideas on how we can improve our services, do let us know.
Our full and Final Response will be provided to you in writing. In the event that you are not happy with our response, you may refer your complaint to the Financial Ombudsman Service free of charge within 6 months of receiving our final response.
6 months
Contact Us
To raise a complaint or share feedback, reach out to our dedicated complaints team directly. We aim to respond promptly and work with you toward a fair resolution.
Submit a Complaint
Our team will acknowledge your complaint and keep you updated throughout the process.